Altaf Ahmed

Customers appreciate seamless transactions, but they stay loyal to institutions that make them feel valued. This panel will explore how banks can strike the right balance between technology-driven efficiency and genuine human connection—whether in person at the branch or through digital channels. Industry leaders will discuss strategies for fostering trust, and ensuring that every touchpoint, from chatbots to branch visits, reinforces a culture of care. Join us to discover how financial institutions can build lasting relationships that set them apart in an increasingly impersonal banking landscape. Here are four key challenges panelists will address: 

• Streamline services while preserving the personal touch that builds trust and loyalty 
• Establish processes that prioritize member wellbeing during key moments, transactions, and times of difficulty 
• Implement strategies to make online and mobile interactions feel personalized, responsive, and relationship-driven 
• Ensure customers feel valued, even as the industry shifts toward more self-service options 

As banks continue to evolve their branch networks, ITMs and video banking have emerged as critical tools for enhancing efficiency, expanding service hours, and improving customer experiences. But what does it take to successfully deploy these technologies? In this panel, retail banking leaders will share their experiences, lessons learned, and best practices for rolling out ITMs and video banking. From choosing the right locations to training staff and driving customer adoption, this discussion will help you navigate the challenges and opportunities of digital-first branch transformation. 

• Learn strategies for training staff and integrating these technologies into your branch operations 

• Gain insights on how to drive customer adoption and maximize engagement with ITMs and video banking 

• Discover the cost implications, ROI considerations, and ways to measure success 

• Explore real-world case studies from banks that have successfully implemented these solutions